Complaints
This profile includes complaints for 1-800-PACK-RAT, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 416 total complaints in the last 3 years.
- 99 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called 1-800-packrat on 08-17-22 to get a quote. My son's moving from Fl. to Boston for college. The rep said they "want my business" and met the quote I received from PODS ($2250.00). I booked the move informing her that the pickup was from a home with a driveway, but asked how the delivery in Boston, a major city with parallel parking would work. She said I'd need a permit from the city of Boston for 2 parking spaces to allow the 8 foot container to be delivered. When I called the city, they said this must be done in person. I had to work with "Permit Pullers" paying a total of $260 for a 2 parking space permit for 48 hours: 09-02-22 - 09-03-22. I called packrat on delivery day 09-02-22 since I heard nothing and was given a time frame of 11:45am - 3:45pm. At 5:23pm, I was notified that there was a break-down of a truck and my delivery would be "first thing the next morning". On 09-03-22 I called to get a delivery time and was told 3-5 pm- NOT the morning. At 2pm the driver called and at 3pm he arrived on the wrong side of the street yelling out the window "That's not enough space. You need 4 car lengths. You have to go to the warehouse to get your stuff". Then he left. I promptly called 1-800-PACKRAT and spoke with ****** who would call me back. At 5:45pm, I received a voicemail from ****** who said, "They do need 4 spaces to park" also stating I could go to the warehouse to pick it up myself Tuesday. I had a flight booked to leave Boston on 09-04-22. Ultimately I had to pay for the hotel to extend my stay 3 days ($1093), rent a ****** van ($296), and drive 60 miles to retrieve my belongings (while also getting hit by a semi). Through these 4 days they called me once and made NO effort to work with me or take any responsibility for their mistake. I was only reimbursed for the unused permit $260. Nightmare is too weak of a word. I want to be reimbursed my $2250 when I did half the job myself, spent $1389 and wasted 3 days of my time since they didn't do their job
Business Response
Date: 09/20/2022
We
appreciate Ms. ******* taking the time to let us know about the problems she
encountered during her move with us. We are deeply sorry for the delivery
issues and the hardships this added during an already stressful time. A team
member has reached out to ******* to discuss the situation. We look forward to
speaking with her soon.Customer Answer
Date: 09/22/2022
Complaint: ********
I am rejecting this response because:I spoke with a rep on 09-20-22 and was told the best that
could be done was a $600- ish refund out of the $2250.00 I paid. I don't know
exactly how much because I was supposed to receive an email with the info but
did not. She verbally itemized what I was getting back, but I don't know the itemization of what they kept. I highly doubt that my container was the only one on the truck to Boston. The fact that I still had to pay $1600.00 (on top of all the other
expenses they cost me) to experience this nightmare is appalling. This is a
business that is more concerned about their money than their customer's
satisfaction. I live in Florida where TONS of people are moving in and out regularly.
You can be sure that I will spread the word about this company. This is a classic example of how a company
can be short-sighted. Rather than doing the right thing and earning repeat
business from me, ultimately they chose to "cash out" and tarnish their reputation.
Sincerely,
******* *******Business Response
Date: 09/27/2022
We
appreciate our customer providing additional information and feedback regarding
her recent move. We can confirm that a member of our Upper Management team has
reached out to discuss the situation. We hope to hear back from Ms. *******
soon.Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hired this moving company on 8/16/2022, was given a quote for a trailer $3176.00 to move from New York to Georgia on 8/26/2022. Paid half $1588.00 on 8/24 balance was due right before delivery was promised delivery between 8 to 10 business days. On 8/26/2022 they sent a truck instead of a trailer. The truck was to small to carry all of my household item. They sent a second truck and charged me another $3000.00. I been given 3 different dates for delivery of my household items the last delivery date is 9/13/2022 well past the 8 to 10 business days. I was also told that I need to come to Pennsylvania to get my belonging myself if it was so important to have.Business Response
Date: 09/13/2022
We
deeply apologize for the customer's experience and the difficulties she
encountered. Our Resolution Team has been in contact with the customer and a
mutually agreed upon resolution has been reached. We appreciate the customer's
time during this process and the candid feedback we have received.Customer Answer
Date: 09/14/2022
Complaint: ********
I am rejecting this response because:
i have heard nothing from them in regards to this complaint.
Sincerely,
****** ******Business Response
Date: 09/14/2022
We
appreciate our customer taking the time to speak with a member of our
Resolution Team in regards to the issues that occurred. We look forward to her
move ending on a better note.Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered a weatherproof pod to store our furniture in our driveway while we made some home renovations. Again, it was important it was a weatherproof pod. When we went to unpack two months later, water had seeped into the front of the pod, the part we couldn’t see or get to and had ruined our sectional. We paid $2500 for the sectional when we returned from living overseas and was the most expensive piece of furniture I had ever purchased. It left us with nothing to sit on in the main room of our house, We filed a claim which was simple to do on their site. They told us they had 90 days to process the claim which was frustrating but we understood. Finally they came back with an email and offered us $250 dollars for the furniture, 10% of the value, I understand some depreciation but this was a gut-punch. Their faulty equipment ruined our furniture and now we are left with nothing but a $250 offer. This is both Insulting and devastating for my family. I couldn’t buy an ottoman for that, now we are left with nothing because of a company”s defective equipment.Business Response
Date: 09/16/2022
1-800-Pack-Rat
sincerely apologizes for the customer’s experience. The corporate claims
department was contacted regarding the complaint. Their team advised that the
customer’s damage submission is currently being re-evaluated to arrive at a
more agreeable resolution to settle the claim. 1-800-Pack-Rat appreciates the feedback provided, and we will remain in
contact with the customer until this matter has been resolved.Customer Answer
Date: 09/21/2022
Complaint: ********
I am rejecting this response because: No one has contacted me regarding this message except for the BBB. They have our contact info and we have received no communication from the company regarding our appeal. We expect a full reimbursement for a couch we no longer have which was destroyed by their faulty equipment.
Sincerely,
****** *******Business Response
Date: 09/26/2022
The 1-800-Pack-Rat corporate claims department was contacted regarding the customer’s response. Their team confirmed a revised offer has been presented to the customers in efforts to settle the claim. If the customer would like to further discuss the offer, we request they contact our claims department directly at ************** or respond to the proposal by email at **********************. Again, we sincerely apologize for the customer’s experience, and our team will maintain an open line of communication until this matter has been resolved.Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered the pod from pack rat around the first of the month of August to be picked up the 18th of August guaranteed to be at my destination in Palm Bay on September 2nd did not happen sent to the home on the 18th one gentleman that was on the business of one week the other gentleman one day the load was cockeyed on the truck and they were going to leave that way meaning the back end of the pod was about two and a half feet to the left had to help them get it adjusted to get it on the truck correctly took them over three and a half hours to get it on the truck then I come to find out I get an email from packrat telling me my delivery is until September 9th because I didn't meet the deadline of pack rats incompetence called pack rat twice now they will not call me back but they tell me they will take care of the problem but nobody will tell me what they're going to take care of very disappointed and will be fighting them with the credit card company about this situation very unprofessional do not use packrat they do not follow up on what they say they're going to do don't believe them the residential sales rep Curtis will not call you back nor does any of the the supervisors buyer bewareBusiness Response
Date: 09/12/2022
We
are truly sorry for the issues our customer experienced with the container and
the delays this caused. We would like to thank Mr. ***** for speaking with a
team member so we could process compensation and work to get this resolved for
him. We appreciate the feedback as our goal is to provide the best moving and
storage services possible.Initial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I completely regret not going with **** over pack rat.
My container never arrived yesterday and not a single person contacted me to update me on the status. I called & sat through pack rat's music hold tone all day from 8am, and finally got ahold of a rep around 4pm, just for them to tell me it's been rescheduled AGAIN for Wednesday (Sept 7th), not even tomorrow! I REQUESTED & PAID FOR EXACT DATE DELIVERY for Friday (Sept 2nd). The container has been delayed 4 times already... Last Friday, Saturday, Sunday, now Wednesday. On top of that, pack rat scheduled the pickup for the next day. They gave me one night, in the middle of the work week, to just figure it out! I had to go online and change the pickup to Saturday (Sept 10), just so I have time to unload the container after work each day by myself because my fiance has to watch our baby.
Pack rat's horrendous service has impeded my family and I in so many ways!
I start my 1st day of work at my new job tomorrow, my fiance also returns to work tomorrow, and we don't even have our things. Our work attire, office supplies & equipment, work related documents, food, etc.
My supplies to baby proof my apartment for my 1 year old, all on the container. We've already had a few close calls because my baby has been exploring our new home. It's been so stressful not having our safety supplies in top of the already stressful job of being a parent.
My fiance and I have had to go repurchase appliances, dishes, food, clothes, and all sorts of household supplies that we already own but are in the container, just to get by until pack rat decides to deliver our container.
My friend requested time off work specifically to help me unload, and that ended up going to waste.
This whole situation has caused insurmountable stress for me and my family. I will be seeking a SUBSTANTIAL compensation for all the trouble pack rat has put us through.
At this point, I have zero faith that my container will truly arrive on Wednesday.Business Response
Date: 09/14/2022
We
sincerely apologize for the delays and the difficulty this has caused our
customer and his family in their new home. A team member has reached out to
discuss compensation for the issues that occurred. We look forward to speaking
with Mr. ** ***** soon.Customer Answer
Date: 09/14/2022
Complaint: ********
I am rejecting this response because:PACKRAT offered me $1500 compensation, which isn't even half the total amount they charged me, which is $4,188.02. Fair compensation would be AT LEAST half the total amount of they already charged me = $2,094.01.
Sincerely,
**** ** *****Initial Complaint
Date:08/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted PackRat on 8/12 and again on 8/22 I have not received a response.
1. I was billed $20.37 for a Transportation on 7/18, I have already paid a fee for my unit to be delivered on 7/16. I want to know what exactly this fee is for. I did not receive any services on 7/18.
2. I was just charged $112.72 for a relocation of my pod that was supposed to be delivered on 8/1, and wasn't. It was also supposed to be delivered for $85. No one called me to let me know what was going on. I had to call the company to find out. I was then informed by ****, that he was out of town and would find out what was going on. He let me know that he had to move things around so that I would receive my unit the next day. He insinuated that this was a favor for me. This resulted in me missing two days of work. Leaving my family and I without beds to sleep on and spoiling all of our food in the freezer in that unit. The freezer was only supposed to be in the unit for a few hours, instead it was in there for 24 hours. The delivery truck stalled in our driveway multiple times and leaked oil on my cement driveway that I had to clean up. I was reassured by **** that he would do something about the fee to make up for the inconvenience. I was charged the full fee + extra.
3. I scheduled a pickup of my empty unit on 8/13. When I looked online since I did not receive a confirmation call on 8/12, the reservation was gone. The next available pick up was 8/18. While that was inconvenient for me, I was able to adjust. I contacted packrat on 8/12 to ensure that I was not charged for an empty unit sitting in my driveway due to their scheduling issues. I never received a response. However, I was charged $264.18 for an extra monthly rental that I did not want or ask for. I want that money refunded. It is not my fault that they are not providing accurate transportation/pickup dates.
I want a refund of $264.18 + $112.72 + $20.37 = 397.27
Order # *******Business Response
Date: 09/08/2022
We
are truly sorry for the delays and the unfortunate issues this created for our
customer. A team member has reached out to Ms. ******** and scheduled a time to
speak more about the issues and work on a resolution. We appreciate her taking
the time to alert us to the problems she encountered and providing us with
valuable feedback.Initial Complaint
Date:08/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It took Packrat 21 days after I called 4 times to get our POD delivered to our new location. Now they finally dropped it off 8-26 and I can’t get them to pick it up. I’m in a security gated area with an HOA and they are going to fine me. I also have guests arriving in 2 days …we can’t park on the street and the driveway has the POD in it. They say they have no drivers. They want to leave it here another week! That will be a total of 14 days minimum. This is by far the worst POD company ever! I wish we never hired them. And the only reason we finally got our POD was because I told them I put an AirTag in a tote on the POD. DO NOT USE THIS COMPANY!!!Business Response
Date: 09/07/2022
We
sincerely apologize for the delivery and pick-up delays our customer
experienced. We appreciate Ms. ******** taking the time to speak with a team
member so we could provide compensation and work on a resolution.Initial Complaint
Date:08/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contracted the services of Pack-Rat moving containers for a move from ******, Washington in August 2021 to ********, Florida. My items were packed in the container by myself very carefully as this was not my first move. The items were delivered to my home in Florida in October 2021. Upon arrival the delivery driver pointed out damage to the container, destruction of the wire mesh covering the door and damage to my items. I contacted Pack-Rat, completed the claims form, received a denial of coverage, filed an appeal, sent photos and received a letter from Pack-Rat stating they would compensate approximately $500 for damage. I accepted their offer and returned the acceptance form to them with promise of payment. To date, 1 year later, no payment and no reply from the company regarding payment. There customer relations department and complaints department is terrible, slow and unfriendly. This company needs to be rated as poor to unacceptable.Business Response
Date: 09/06/2022
1-800-PACK-RAT
apologizes for the customer’s experience. The Claims team reached out to the
customer and advised that 1-800-PACK-RAT issued a payment, via method of
customer's choice, in February 2022 for the customer's damage claim. It is
recommended that the customer reach out to their financial institution. If the
customer would like to speak with us further regarding the claim, we request
they contact our corporate claims department directly at ###-###-#### or by
emailing [email protected].Initial Complaint
Date:08/30/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Aug. 1, 2022, 1-800-Pack-Rat charged me $251.19 for my monthly rental of a container. Receipt says paid thru 8/28. I scheduled delivery and pick up of container for 8/23/22. I was charged a fee that was not in the original agreement of $57.34. If I paid for in full for August, why am I being charged any fee. I should be refunded for the last week of the month. I have contacted the company twice and have gotten no response. I would like the $57.34 and 1/4 of the monthly fee of $251.19 refunded.Business Response
Date: 09/06/2022
We
apologize for the billing issues our customer experienced. A team member has
reached out and processed a refund for the charge. We appreciate Mr. ********
bringing this to our attention and providing us with valuable feedback.Customer Answer
Date: 09/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have not received refund as yet, but the promise of one is satisfactory.
Sincerely,
******* ********Initial Complaint
Date:08/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called for an estimate and they delivered container to our house unauthorized. Bill us but refunded our money.
The CONTAINERS ARE ON OUR PROPERTY ON A SLOPPING HILL UNAUTHORIZED, NEVER ORDERED SINCE MID JULY. It is now August the 29th. We have been scheduled twice and no pickup. Empty containers remain in the driveway blocking both entrances. Again, containers that were never ordered. It will soon be two months and they remain there. I was told by several supervisors today that we were on the schedule with the Richmond Facility, but they just told me on the last call that they would have more drivers tomorrow. Liars, foolish businesspeople. Effective today the house was sold. If this hinders our transaction further attention will be paid with the attorney. They are trespassing and violation HOA guidelines.Business Response
Date: 09/06/2022
We
deeply apologize for the miscommunication and delays experienced. A member of
our Resolution Team has reached out to the customer to discuss the experience
and resolution.Customer Answer
Date: 09/07/2022
Complaint: ********
I am rejecting this response because: apologies are all they are willing to offer. There were over twenty hours of our time and energy given to get this resolved. The police were called, the HOA were called, hours upon hours dedicated to get these unauthorized containers removed from our property that we never orders. This in addition to the rudeness give by one of the supervisors and the countless lies given. They would be doing society a favor it they went out of business. This does not even address the stress encountered and money out of pocket with trips made to determine if the containers were still there. This is a three hour drive one way. A ***** gift card was offered but the response is that it is not enough to mend the pain and stress we incurred.
Sincerely,
******* ********Business Response
Date: 09/11/2022
*******,
we want to take this time to formally apologize for the inconvenience you and
your family faced due to the placement of this unit. We appreciate you
providing us with an opportunity to discuss this matter and gain further
insight into what occurred. While we sympathize with the issues that this
customer experienced, there is no further compensation that 1-800-PACK-RAT can
provide. We refunded 100% of the charged funds and removed the container from
the customer’s property. Although we could not give more compensation based on
the charges, we did offer a form of further compensation to Ms. ******** to
show our sincerity. She has accepted this offer.
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